Customer Service Executive - Contact Centre (12 Month Contract)

Job Description - Customer Service Executive - Contact Centre (12 Month Contract) (240000O0)

As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial products and services. In performing your role, you are also expected to comply with the bank’s policies and procedures as well as local laws and regulations.

Main duties and responsibilities

1. Handle calls and emails promptly by providing accurate and timely information, alternatives and solutions to customers on products and services.
2. Respond to customers’ queries and concerns with the aim of achieving first call resolution.
3. Follow up promptly with customers to resolve issues.
4. Provide customers’ feedback to respective business partners to improve customer experience.
5. Introduce and educate customers on the self-service/automated banking channels.
6. Perform after-call administration work.
7. Use customer service and sales skills to optimise customer satisfaction of each customer contact.
8. Maximise opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services.

Qualifications

1. Possess a Diploma or Degree in any discipline.
2. Has a passion for customer service.
3. Able to work in a team.
4. Able to speak and write good English.
5. Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments).
6. Able to work in a fast-paced and demanding environment.
7. Able to commit to 24/7 rotating shift work, needs to be comfortable working night shift.
8. Will be required to work 5 days in a week, including weekends and public holidays.
9. Those without experience are welcome to apply.
10. Banking experience will be an advantage.

Application process

Please submit your personal particulars on the OCBC Careers site. You will receive an email upon completion if your profile meets the requirements. Please follow the instructions in the email.

Next, you will receive an email invite from impress.ai to talk to Buddy, a chat-based platform that we use for our initial screening process.

Learn more about OCBC and the role with Buddy. As part of the application process, you will be required to complete two online assessments and one video interview.

The recruitment team will be in touch with you if you’re shortlisted. Good luck!